Chase balance is incorrect (edited)
Comments
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btw, my transactions did update this a.m. At first sync, because they were pending last night, but cleared this a.m.
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Rob Wilkens0 -
Thanks again @Coach Natalie for trying to get this issue reported for me, I know we said this is likely related to other chase issues (except, like i said, the other chase issues as i understood it involved not updating transactions but updating balances, and here transactions were updated along with balance, so i don't know what to ask Chase):
Today:
The balance went from $300 too low to $300 too high.
There are no pending transactions in Simplifi today (which makes me wonder, the core of this problem why it says "You have a total of $300 pending transaction in this account.") (I think "Total" should go with the word "Transactions" not "Transaction" btw).
-Rob
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Rob Wilkens0 -
@RobWilk, I'm not sure what the underlying issue is, so I would just explain the behavior you're experiencing to Chase's online banking department.
Thanks!
-Coach Natalie
-Coach Natalie
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Maybe chase is too complicated for troubleshooting this topic BECAUSE of their other issues, I posted another topic on CapitalOne. For me, this is happening on every account, so if we could get this particular issue addressed on non-chase accounts too, I would be more comfortable describing the 'known' problem to chase.
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Rob Wilkens0 -
I've been battling this flavor of issues now for two weeks, chatted support a half-dozen times, with no resolution. One "coach" had me delete the account and I lost all of my history, which was not cool. I had to reimport and tag everything going two years back.
My guess, from an engineering perspective, is that something changed with the way that Chase identifies pending and didn't tell Intuit. Alternatively, Intuit changed the way that it handles pending and it broke something.
Regardless, I've had two issues that make balance forecasting useless, which by extension makes Simplifi useless.
- Right now, I have a large credit card payment that cleared five days ago, and while the item in Simplifi does not show as pending, the tool-tip "i" under my balance shows that amount is pending. So for the balance, it's counted twice, throwing off the forecast.
- Conversely, when a paycheck comes in, it shows as cleared in Simplifi, but the same problem, the "i" shows it as pending, resulting in counting the deposit twice.
Both of these break the one thing I need Simplifi to do reliably, and that is tell me if my balance is going to run too low. It can't do that when it can't even figure out what pending means relative to Chase. It's awfully weird to be blaming Chase for this. They have no problem getting the information right on their own site.
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@jeffyjones, thanks for posting on this topic!
Is this something you're interested in troubleshooting here in the Community? If so, we will need to have you start a new discussion to outline the issue you're experiencing. This will allow us to work with you one-on-one and keep the discussion specific to your issue.
-Coach Natalie
-Coach Natalie
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Chiming in that I have seen similar before. I've only noticed it with my paycheck but maybe that is because its large enough that there is an obvious balance difference without pulling up my bank website for a side by side.
- Its payday
- Look at Simplifi when I wake up
- Paycheck is double-counted in the chase balance
Paycheck is pending - Check again later that same day
- Balance has corrected itself
Paycheck is still pending
So my experience timeframe is that this clears up in less than a day and all while the transaction is in a pending status
I do not have exact timestamps
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@Coach Natalie I don't believe that me spending more time on this will matter. Troubleshooting isn't the problem, it's your software. Others have described exactly the same steps to reproduce. It's not the users. I think the dev team should have plenty to go on.
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If I were to describe this problem to Chase right now, @Coach Natalie
I would write:
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"Dear Chase Customer Service:
Quicken, Inc. has asked me to reach out to you because they are having problems coding their software and were hoping you could help them. They are, at least during banking hours, properly receiving from you account balances and transactions and transactions states (cleared/pending), all that is working fine. The problem is that they keep track of their own copy of pending transactions total and do not update it properly when transactions have been cleared at the bank (mind you, they know you have cleared these transactions, so it's not your fault.)
Can you explain to the folks at Quicken, Inc. that they are probably currently doing something like this:
func RefreshBankTransactions() {
UpdatePendingTotal()
DownloadBankTransactions()
InsertNewTransactionsOrUpdateExistingTransactions()
}when they should be doing:
func RefreshBankTransactions() {
DownloadBankTransactions()
InsertNewTransactionsOrUpdateExistingTransaction()
UpdatePendingTotal()
}
I already explained this to them multiple times in the past month, but maybe they'll listen if it comes from a major bank.
Best Regards,
Rob Wilkens"
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Do you think I should word it like this? Any other suggestions on how to fine tune it?
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Rob Wilkens0 -
@RobWilk, it is my understanding that the issue lies with Chase. This is why we are asking users to contact Chase. No, I would not recommend wording it that way as it is not accurate. To my knowledge, this issue does not pertain to coding, nor are we having problems coding our software.
Thanks,
-Coach Natalie
-Coach Natalie
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@Coach Natalie The bank is giving you all the right information and you are registering it in the transaction register properly, what would I ask the bank to change? It's simply the calculation of the "Total Pending" as shown in the tooltip which is incorrect and does not match the register. It's chase's job to get you the information that goes into the register, that information is correct and proper in the register, it's just the number in the tooltip. It's not being updated properly.
[removed - speculation/accuracy]
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Rob Wilkens0 -
What Rob said. I have a feeling we have a similar occupation. :)
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@Coach Natalie Please don't take it personally when I say "you are registering…" - I don't mean to imply you are the software or the programmers/"engineers" working on the software.. "You", in this case, represent the company for the purposes of this forum, but i understand you are not the company, just an employee trying to put food on the table. I don't mean to take it out on you, and I hope -you- have a happy holilday,I know you're going home in less than 2 hours.
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Rob Wilkens1 -
I'm just another customer with this same problem that popped up around a month or so ago for Chase Checking. It was rock solid before that. So, it seems to me that Intuit could figure this out on their own by looking at data feeds from 4-6 months ago and looking at them now. I guess there must be reasons, but in any business I've been involved with we don't put our customers between us and our suppliers. It would be really great if Intuit picked up the phone and called Chase. But that's just my two cents. For now, this issue makes Simplify only barely useful whereas it was previously A++ and something I'd recommend to friends and family. So, I won't post further but ask that you forward on the message that Intuit/Simplify should escalate the priority of this to take control of it on your/their own. It's going to start impacting your ability to retain customers at some point.
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@RobWilk and All,
It looks like we now have an Alert for the balance issues with Chase. Please be sure to follow the Alert for updates!
Thank you!
-Coach Natalie
-Coach Natalie
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I saw that same alert in the Quicken Classic forum. Like I said in another thread, that behavior is not really new, but if they can fix that it would likely fix the weekend balance issues with QS.
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Rob Wilkens0 -
Happy to see them going after this. Had the same cycle this Friday. Wrong balance on payday, double wrong the day after.
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This is making Simplifi virtually unusable for a family who uses Chase as their primary bank. Our checking balance is COMPLETELY wrong, even with pending transactions excluded. I can't really fathom leaving a financial product on the market that can't even mirror a balance from an online bank correctly…
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It's been working better for me since about 2 p.m. ET today. My balances match perfectly what they should be, even with newly downloaded pending transactions and manual transactions. Time will tell if this is a permanent fix or not.
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Rob Wilkens1 -
Still broken here. The "balance with pending" does not actually include the pending.
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For my Chase checking account, my pending tooltip is (finally) accurate but my balance is not. The way it calculated my balance is using Chase's balance before pending transactions, and then adding in my manual transactions. But it's missing my pending transactions which were downloaded from Chase and are listed as pending in both Chase and Simplifi.
What complicates things is that I deposited a large check today and some of the funds won't be available until tomorrow, so my Chase "present balance" (aka after pending transactions) is higher than my available balance at Chase. But Simplifi's balance matches neither of them.
I am going to change the "pending settings" to "Balance with pending" instead of "Bank balance" to see if that helps - it seems I will need to wait until the next refresh to see if that changes anything (and of course, the refresh itself can also change things so who knows).
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You're not the only one saying that it's now "missing" pending transactions. The earlier issue, which may or may not be different, was that pending transactions were being double-counted. This may be a separate issue that requires separate troubleshooting steps.
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Rob Wilkens0 -
Yup, I've seen both of those issues over the last few days.
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… and now the tooltip is wrong again. Maybe because I switched the setting to "balance with pending"? But that's only supposed to take effect at the next refresh in 4-6 hours.
I really wish that changing that setting would trigger an immediate refresh. It would make debugging this stuff much easier.
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I'm now of the boat where 'balance with pending' is missing transactions.
These are my pending transactions (which i believe should add up to $77.81):
But it's showing:
The balance should be $705.69 which means $22.99 the youtube payment was different - i think this may be related to where earlier this evening i had two entries for the youtube payment, but i deleted one. I deleted the one that wasn't downloaded from the bank. The manual entry i deleted also wasn't linked to a recurring series, as the one downloaded from the bank linked to the recurring series rather than my own transaction. This is definitely a different and less serious problem than I was facing earlier, but it is still a problem.
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Rob Wilkens0 -
Tooltip is correct now. Did it refresh again? I'm not sure. Balance is still wrong. Incidentally it doesn't look like the switch to "balance with pending" worked, but it's not yet 6 hours. I'll check again in the morning.
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@EL1234 If it's chase, and you're talking about the setting on "edit account" page where you pick balance vs. balance with pending, I believe I remember a while back @Coach Natalie said that for Chase they DISABLED the real ability to change that setting, as they HARD CODED IT for the RIGHT SETTING for CHASE. No matter which was chosen, it would use the right one in the case of Chase. This was back when we were troubleshooting the Weekend issues for the first time that she had told me this.
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Rob Wilkens0 -
Well that explains that no matter how many times I thought I changed it, it stayed at Bank balance!
@Coach Natalie that is DEFINITELY something that should be communicated, with either a tooltip for Chase accounts or just disable the dropdown when trying to edit it, along with a message why. It's quite confusing otherwise.
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